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Can't edit Microsoft files using the mobile app. I'm getting an error, that there was a bug.

Dropbox keeps crashing every time I try and edit a file - it won't open it and after a couple of attempts it says the app has closed because it has a bug

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Microsoft Office

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TrevorS

This issue has been fixed on the latest stable release on the Android app 336.2.2.

All comments

rrierson

I try to open an excel spreadsheet through Dropbox and it tells me my app has a bug and I need to wait for it to come out with an update. Anybody else experienced this? I Uninstalled and cleared data and cache with no luck.

Missymoo

Yes! Having the exact same issue. Just posted here too because of it, so can't assist 😔

Jay

Hi @Missymoo, thanks for bringing this to our attention.

How are you editing your files, on your computer itself, via the website, or via the mobile app?

What type of file are you editing? Are you on a stable internet connection?

Any other info or screenshots would be helpful!

Missymoo

Using the app on my phone. Won't work for any of my files - excel or Word. Same issue happening with my partner. Can however access and edit fine on the laptop.

Missymoo

@jay I can't see how I can include a screenshot in this thread

Megan

Hi @rrierson & @Missymoo, I hope you're both doing well!

Just wanted to check in with you, and ask if you're still experiencing the same issue. If so, which platform do you use when this happens?

Can you send me a screenshot of the exact error you received on your end?

Keep me posted!

Missymoo

Hi Megan, Using the app on my phone. Won't work for any of my files - excel or Word. Same issue happening with my partner. Can however access and edit fine on the laptop. Replying via Web on my phone and can't see an option to include a pic / screenshot 🤔

Missymoo

The exact message says:

"Something went wrong with Dropbox
Dropbox closed because this app has a bug.
Try updating this app after ifs developer provides a fix for this error."

Jay

You can copy and paste the screenshot into the post, or click the camera icon in the format bar.

Regarding the behavior, what version of the Dropbox mobile app and Word etc are you running?

Missymoo

Copy and paste doesn't work and there is no camera icon 🤷🏼‍♀️
It's the personal, Dropbox basic (haven't exceeded devices). App version 334.2.2. Phone runs MO 365 apps

Bob131313

Using the app on my tablet Samsung. Won't work for any of my files - excel or word. Can however access and edit fine on the laptop.

Walter

Hey @Bob131313, sorry to hear you're having issues with this.

Can you please let us know if you're getting a specific error when you try to edit your files on your tablet and also clarify the versions of the app(s) you're using and your device's OS version as well?

Any additional information or screenshots would be more than welcome!

GINES DRAGON

Me pasa lo mismo desde hace nos días. Y con el mismo mensaje al intentar abrir word o excel desde el móvil andorid

Walter

Hey @Missymoo, sorry to jump in here, but have you tried another browser to see if you can find the button to upload the screenshot you mentioned?

If that doesn't work, you can try requesting the desktop version of the website and try again.

As for the issue at hand, have you tried reinstalling the apps at all since you first noticed this issue?

Al Fidaa

Hi there! I'm unable to open and view any of my Microsoft Word or Excel documents from my Dropbox folder. A receive an error message stating that the app has a bug ...

Walter

Hey @Al Fidaa, thanks for flagging this with us.

Could you send us a screenshot of the exact error you're getting and another one showing the app's status and version as shown in your system tray/menu bar?

Thanks!

Al Fidaa

Email sent, awaiting your response ...

Al Fidaa

Walter where are you? No response ... this is really poor service ...

Al Fidaa

The same problem was posted by another user some 2 hours ago together with the screenshot of the error message but still no solution offered from your side.

Alohaerba

hi guys, asking here for a problem.

Already 5/6 days that i try to open a Word and Excel files with a dropbox app on my Realme but the app crash.

Really I can open the files, but if i try to edit it the app crash all the time.

Already cleaned a cache, data, reinstall app, factory reset and restart the device, but nothing.

I'll hope that someone can help me 'cause i really need to edit my files day by day on my smartphone

Hannah

Hey @Alohaerba, thanks for letting us know about this.

Are you trying to edit the files using the Word and Excel apps on your phone?

Have you tried troubleshooting those apps as well, like clear their cache, uninstall-reinstall, etc.?

Hannah

Hey @Al Fidaa, sorry to jump in here, but where did you send an email? Did you open a ticket with the support team about this?

Can you also send us the screenshot that Walter requested?

Thanks.

BMACins

Screenshot_20230703_211834_Device care.jpg

This is what happens when I open Dropbox and click on the button to open in Excel. Been doing it all day. I've tried it with countless files. Made sure they were not open elsewhere, made sure Dropbox and Excel were both up to date apps, tried Uninstaller and reinstalling drop box, always the same issue.

Missymoo

@Walter @Jay @Megan Hi all, you've all replied to me separately - screenshot now attached (logged in on a computer)

To recap: It's the personal, Dropbox basic (haven't exceeded devices). App version 334.2.2. Phone runs MO 365 apps

Al Fidaa

Yes, I'm experiencing the same problem exactly as you described

Al Fidaa

I'm unfamiliar with your help centre procedures and thus replied to the email received containing the response from Walter assuming that he'll receive it. Maybe you should develop a more user friendly and efficient response service to issues raised.

I'm unable to send a screenshot of the error message but 2 people have posted the same issue with the screenshot but have received no response or solution to the problem their side. So their solution will become my solution.

Thanks for jumping in Hannah. I hope you can solve our problem.

Ryanrs

Yes! Please help. I'm having the same problems and it's driving me nuts. I NEED to be able to open and edit these docs on my phone EVERY DAY for work.

Alohaerba

I have already tryed to clear cache, data setting, unistall-reinstall, factory reset the phone, restart the phone.

Nothing changed.

I tryed to open Excel / Word now and than open the file and this done well, but with this method i can edit the files but not only ready.

🥲

Bob131313

Wen i try t to open a file to for example excell, he says there is a bug in the app of dropbox.

Thans he goes bag to the dropbox file and not to excell!?

Help me please.

Emmet

Hello everyone,

Thank you for bringing this to our attention. Our mobile team has been made aware of this, and are looking into this issue. In the meantime, we recommend using the Dropbox Desktop app or Dropbox web, if possible. We will come back with an update as soon as we know more.

Regards,

Dropbox Community Team